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Overview

Our Client is a leading gaming sector business who are enjoying continued growth and expansion across a number of departments. They are now seeking a Member Support Adviser to work alongside other team members responding to customer problems, enquiries and complaints via live chat, email and phone.

Role Profile

• To ensure all allocated daily tasks are completed in full by the end of each working day. Any outstanding enquires must be referred to your Team Leader
• To ensure you follow internal practices when dealing with customer enquiries
• Handle problems, enquiries & complaints, provide appropriate solutions and alternatives within the time limits and to a full resolution
• Ensure high customer service standards are maintained
• Investigate fully all enquiries, complaints and problems before resolution
• Work with other areas to stay updated on product knowledge
• To ensure that internal procedures are followed when dealing all problems, enquiries and complaints both internal and external
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives

Person Profile

• Must be prepared to work flexible hours, including evenings, weekends and bank holidays on a rota basis with other members of the team, this is an essential requirement of the role, Shifts range from 08.00am to 23.00pm on a 7 hours basis
• Complaint handling and previous office experience
• Gaming industry experience a desirable advantage
• Good interpersonal skills and confident manner
• Ability to multi-task, prioritize and manage time effectively
• Great attention to detail
• Works well under pressure
• Strong phone contact handling skills and active listening
• Good IT competencies, computer literate with high competency in Excel
• Open and responsive problem-solving skills
• Able to work on own initiative, be proactive and motivate others when necessary
• Methodical and well organised